Information for case managers about the Support Coordination Program

As a case manager, you are key to ensuring the provision of a person-centred approach to support coordination.


1. Role of the case manager

As a case manager in the Support Coordination Program (Program), you and your team are key to ensuring the provision of a person-centred approach to support coordination. The case manager is actively involved in the development of the injured worker’s Person-Centred Plans (PCP) and recovery. This is developed over a two-month period in collaboration with the support coordinator, injured worker and their treating team. Support coordinators check in regularly with the injured worker, treating team and case manager to ensure things are working well.

2. Key accountabilities

Case managers provide a pivotal role within the program as they work with the injured worker to achieve their goals and outcomes.

The roles and responsibilities of the case manager include:

  • Working in partnership with WorkSafe and support coordination providers to engage eligible workers to participate in the program.
  • Contacting workers who have expressed interest to discuss the new service and participate in the program.
  • Assist workers to obtain a referral from their healthcare provider (GP/psychiatrist) prior to approval provided by the agent.
  • Complete the Supplementary information form.
  • Communicate (phone/email) with the provider to confirm service approval and details required to assist with the referral and confirmation of the intake meeting.
  • Notify workers of the outcome of their application, and support providers and workers to negotiate suitable commencement times.
  • Schedule check-in meetings with the worker and/or support coordinator in line with the workers PCP. This may include case conferences to discuss new services or progress on recovery.
  • Actively participate in the program’s third party evaluator such as pulse check surveys, interviews and any other information required assisting in the program evaluation.

3. Work practices

Injured worker induction pack - Consent and referral

A descriptive information pack providing information about the program and steps required participation. The pack includes the consent form for injured workers and their treating medical practitioner to complete to satisfy referral into the program.

Support Coordination Program - Induction pack

The Support Coordination Program's Induction pack provides information to the injured worker on what is the program, how to enter and the providers participating in the program.

Supplementary information form

Once a worker has met with their treating healthcare provider, signed their consent form and selected their desired provider, the case manager should complete the supplementary information form and sends this to the nominated provider.

  • This form provides background information about the worker to the support coordinator before the initial intake meeting.
  • The provider will respond within two business days to confirm they have received the form.
  • The provider must review the information and contact the agent representative within five business days if additional information is required.
  • If the provider declines a referral, the case manager must be notified within five business days of receipt of referral with an explanation for the decision.

The Support Coordination Program’s supplementary information form provides information to the support coordinator about the participating injured worker.

Injured worker exit - Worker discharge Injured worker exit - Worker discharge A worker discharge can be triggered if a worker elects to voluntarily opt out of the program or successfully achieves all goals identified within their PCP and no longer requires support coordination services. Workers can withdraw from the program for any reason and at any time via phone, email or mail to either their case manager or their support coordinator provider.

Within 10 business days of a worker discharging from the program, the provider must submit a discharge report to WorkSafe and the case manager. This report must include:

  • reason for discharge
  • recommendations regarding appropriate ongoing management strategies or alternative interventions for the worker
  • total hours of services provided
  • a final PCP progress report using the quarterly progress report format

WorkSafe aims to identify a workers cause of disengagement or concern before they chose to leave the program. Workers leaving the program will return to a similar style of case management and agent support that they received before the program.

Support Coordination Program help

For any assistance relating to these processes, please contact [email protected].